LiveCareer-Resume

client relationship manager resume example with 19 years of experience

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Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000, resumesample@example.com
Professional Summary

Enthusiastic Customer Service Director/Sr. Manager eager to contribute to team success through hard work, attention to detail and excellent customer service skills. Clear understanding of quality assurance, coaching, mentoring and training in exceptional quality assurance. Results driven and the ability to get things done. Motivated to learn, grow and excel in any atmosphere.

Skills
  • Team leadership and collaboration
  • Quality Assurance
  • Developing and training
  • Relationship cultivation and retention
  • Coaching and mentoring
  • Client satisfaction-driven
  • Accomplished Management Experience
  • Exceptional customer service
  • Problem-solving skills
  • Verbal and written communication
  • Expert in Project Management
  • Staff Management
  • Customer Feedback
Work History
10/2020 to 01/2021 Client Relationship Manager Advent Software | Harrison, NY,
  • Addressed and resolved customer complaints and issues to improve satisfaction.
  • Worked with clients to address and respond to client and partnership management issues.
  • Fostered customer trust by addressing concerns and needs using targeted problem-solving.
12/2001 to 09/2020 Manager, Customer Support, Peer Mentors & Quality Houghton International Inc. | Norristown, PA,
  • Managed and developed new initiatives for department and company.
  • Project Manager over several cost savings initiatives.
  • Developed and implemented productivity initiatives, in addition to coordinating itinerary and scheduling appointments.
  • Developed and Managed Speech Analytics team for Quality Assurance
  • Managed award winning program called "Peer Mentors". Monitoring, coaching and continuous training for new hires.
  • Managed Quality Assurance team. We ensured all regulatory, key quality and compliance were being met.
  • Maximized performance and customer needs by monitoring daily activities and mentoring team members.
  • Recorded, analyzed and distributed statistical information.
  • Determined quality department standards, practices and procedures.
  • Established and tracked quality department goals and objectives.
  • Trained and developed new sales team associates in products, selling techniques and company procedures.
  • Reviewed performance data to monitor and measure productivity, goal progress and activity levels.
  • Audited team performance and compliance with industry and company standards.
  • Oversaw and optimized work of 420 Crewmembers performing high-quality customer service and customer support work.
  • Recruited and developed 80 Crewmembers for Supervisory department.
  • Delivered feedback to decision-makers regarding Crewmember performance and training
  • Performed quarterly reviews assessing each Supervisors performance and developed improvement plans.
  • Trained and developed Supervisors and frontline Crewmembers in company processes, product knowledge, customer service and selling techniques.
  • Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals.
  • Trained new Supervisors and Crewmembers in specific job requirements.
  • Set goals and drivers based on Net Promoter Score (NPS) scores.
  • Trained and guided Supervisors and frontline Crewmembers to maintain high customer service levels and performance metrics.
  • Managed 40+ Supervisors in department by monitoring activities, coaching and offering hands-on support.
  • Evaluated Supervisors' strengths and assigned tasks based upon experience and training.
  • Maintained team efficiency by strategically delegating daily activities, monitoring output and rewarding positive contributions.
  • Hired, trained and mentored staff to maximize effectiveness.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows to meet any daily demand.
  • Evaluated employees' strengths and assigned tasks based upon experience and training.
  • Onboarded new employees, including training, mentoring and new hire documentation.
  • Delivered feedback to decision-makers regarding employee performance and training needs.
  • Applied customer feedback to develop process improvements and support long-term business needs.
08/2003 to 11/2013 Customer Service Supervisor JetBlue Airways | City, STATE,
  • Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
  • Evaluated interactions between frontline Crewmembers and customers to assess personnel performance and customer satisfaction.
  • Exceeded team goals and collaborated with Crewmember to implement customer service initiatives.
  • Compiled and analyzed customer feedback data to develop new strategies and corrective action.
  • Prepared weekly stats and sales reports to assist business leaders with key decision making and strategic operational planning.
  • Monitored metrics and developed actionable insights to improve efficiency and performance.
  • Assessed personnel performance and implemented incentives and team-building events to boost morale.
  • Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
  • Interpreted management directives to define and document administrative staff processes.
  • Supervised and guided new employees on policies and sales techniques and responded quickly to questions, which improved understanding of job responsibilities.
  • Coached team members to deliver hospitable, professional service while adhering to set service models.
  • Organized Team meetings for 40+ frontline Crewmembers every quarter and coordinated availability of conference rooms for participants.
  • Increased efficiency and team productivity by promoting adherence to operational best practices and company policies.
  • Helped employees with day-to-day work and complex problems by applying motivational and analytical strategies.
Education
Expected in 07/1988 High School Diploma | Carbon High School, Price, UT GPA:
Expected in | Cosmetology College of Eastern Utah, Price, UT GPA:

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Resume Overview

School Attended

  • Carbon High School
  • College of Eastern Utah

Job Titles Held:

  • Client Relationship Manager
  • Manager, Customer Support, Peer Mentors & Quality
  • Customer Service Supervisor

Degrees

  • High School Diploma

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